Character Solutions Pty Ltd (“characterparties.com.au”, “our”, “us”, “we” ) ABN 75158943616 trading as Character Parties Australia want to be easy to do with business with, and make our Terms and Conditions as clear as possible. When you purchase from characterparties.com.au you enter into a binding contract with us and the wording below outlines our responsibilities to you and yours to us.
Once you have placed an order for your products on our Website we will send you an ATO Compliant Tax Invoice and order acknowledgement by e-mail detailing the products you have ordered. A confirmation e-mail will be sent once your product has been shipped from our premises. Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the products ordered, unless we have notified you that we do not accept your order, or you have cancelled it prior to making payment. An order cannot be cancelled once payment has been made. Once an order has been placed, immediate payment is required. If you are paying by Bank Transfer we require cleared funds within 24 hours of the order being placed or we will cancel the order and will not hold the stock any longer for you. We do not accept layby. On occasion we may agree to a longer payment period, but only if you have contacted us prior to ordering to request this and we have agreed in writing. You can contact us by e-mail at email@example.com
Non acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock ( we use our best endeavors to maintain accurate stock levels).
The identification of a pricing or product description error ( we use our best endeavors to maintain accurate pricing and descriptions at all times).
We have reason to believe you are a reseller or distributor, purchasing from us without prior approval.
Prices and Descriptions of Products
The price on our website at the time of the order is the price in force at that time. Prices include GST for all orders that are to be delivered within Australia. We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the characterparties.com.au website are correct at the time when the relevant information is entered into our website. Although we work hard at keeping the website up to date, the information appearing on the website may, on rare occasions not reflect the position exactly at the moment you place an order.
Additional Fees & Charges
Any orders paid by bank transfer that are to be shipped internationally incur an additional $100 surcharge to cover bank fees at our end. Payments by credit card or paypal incur no additional fee.
Limitation of Liability
characterparties.com.au cannot accept liability for any indirect or consequential loss, damage, or for any loss of profit, revenue or business (whether direct or indirect) however caused, even if foreseeable. If we are liable to you, our liability will be limited to the amount paid by you for the Product concerned. characterparties.com.au shall not be liable in any way for any loss or damage arising directly or indirectly as a result of delivery of the goods being prevented or delayed or any other of its obligations not being performed for reasons beyond the control of characterparties.com.au, or any acts of third parties. Our liability per transaction, is limited to the monetary value of the order (transaction) you have placed with us.
Returns & Refunds
Things don’t go wrong often, but if they do we won’t mess you around and our returns policy is clearly laid out here. Our returns process complies with ACCC legislation. We do not take returns simply if you have changed your mind, party theme or have excess items left over. We also don’t take returns if you have not allowed what we consider to be ample time for delivery to occur or in the instance of a third party delay such as that of a delivery company. We do certainly take returns or exchange products if there is a fault with any item purchased from us, or you believe it is not as we have described it in terms of the picture or description supplied on our website.
How to initiate a return
- If you have an issue or want to return an item we encourage you to either call us in the first instance on 07 33963307 or e-mail firstname.lastname@example.org with details of your order ( your order number is useful, this is a 5 digit number on your invoice from us) and the nature of your problem. i.e. the colour is wrong, the item is broken and so on. A photograph of the issue is also required please and the date of your event is also required in case we need to send a replacement.
- If we require the item to be returned we will e-mail you a pre paid return label at our cost. You need to post the item. If we do not require the item to be returned we will tell you. You will be able to print the label we e-mail to you, and drop it off at any post office for return to us prepaid.
- Once we have received an item back we will process a refund within 5 business days. If we do not require an item to be returned we will process a refund within 5 business days.
You are required to let us know within 7 days of receiving an item of any issue with the product. We are unable to accept returns for faults other than as detailed by any manufacturer warranties which may apply outside of this window. The 7 day window commences on the day that tracking shows the item has been delivered by our nominated freight company.
We will refund any amounts owing by us to you to your nominated payment source at the time of purchase. This may be your credit card, paypal account or bank account depending on how you paid us. If an item is broken, we have sent the wrong item or there is a description error on our website we will send you a replacement item or the correct item at no charge to yourself.
If we agree to any ex-gratia or goodwill refund outside of our normal policy described this will be made less a restocking fee of 20% and freight charges incurred by us are not refundable in any circumstances if the error resulting in the ex-gratia refund was not ours.
Resale, or distribution of products purchased via www.characterparties.com.au is not permitted without written permission from the business manager. If we have reason to believe that you are purchasing products with the intention to resell them we reserve the right to cancel your order and refund it less a restocking fee of 25% of the total order value and any merchant fees and charges we have incurred. To apply for permission to resell products please e-mail the business manager at email@example.com. We will give you a decision with 10 business days of receipt of your application.
One off & pick up orders are subject to a minimum spend of $20 + GST + Freight charges (if applicable). Orders placed under this amount may be either refunded in full or will be subject to a $10 order processing fee at the discretion of the characterparties.com.au. Repeat customer orders are not subject to a minimum order value providing previous orders are over the minimum threshold.
Foil balloons that are purchased from us are not returnable or refundable in the case of an alleged fault or user inflation error under any circumstances. It is your responsibility to ensure that balloons are inflated by a specialist balloon inflation store ( this does not include mass retailers who we classify as generalists not specialists) and that the balloons are delivered to the specialist store sealed in the original packaging we provide them to you in. As over inflation or poor storage is usually the reason why perfect balloons appear to be faulty this is why this policy is in place. We only supply high qualify and where relevant officially licensed balloons from reputable high standard manufacturers without exception.
Edible Image Products
Our image edible products, such as edible cupcake toppers and cake toppers ( images) are produced under license and royalty agreement from an approved third party. They are manufactured on our premises to strict food safe standards and to order. Whilst every care is taken, we make no guarantee or warranty that these products are 100% free from gluten, dairy, eggs or nuts. We do not store dairy, egg, nut or dairy products on our premises and to the best of our knowledge these products do not contain dairy , nuts, eggs or gluten. A full copy of ingredients is available prior to purchase by e-mailing firstname.lastname@example.org and is provided on packaging as per our legal requirement.
Like all online retailers we use third party delivery agents to fore fill our orders. By agreeing to the terms and conditions you acknowledge and accept that we can choose the delivery agent at our sole discretion. Our delivery agents require a signature upon delivery unless you tell us otherwise. You acknowledge that if you opt for the delivery agent to leave the order at the nominated delivery premises ( the shipping address) in the event that nobody is available to sign for the order, whilst best endeavors will be made to leave the order in a safe place if the parcel is stolen lost, damaged or goes missing as a result of this we are not liable and any claim would need to be submitted by yourself to the delivery agent. if you want the order re-routed for delivery ( additional fees may apply) then you acknowledge that it is your responsibility to let us know at point of placing the order by submitting a note in the information box provided.
Facebook Adverts and Retargeting
From time to time we may display internet based advertising to you through mediums such as Facebook via software we have installed on our website. This allows us to deliver personalised advertising to you based on your experience with us and the time you have spent on our website. We do not share any information including your shopping experience with Facebook. If you would like to opt out of this advertising please e-mail email@example.com with the heading OPT OUT and your name and e-mail address. All requests received can take up to 28 business days to process.